KE launches AI-powered chatbot Kineto

KARACHI: K-Electric (KE) has become Pakistan’s first power utility to introduce a generative AI-powered chatbot, Kineto.

The initiative is part of KE’s ongoing digital transformation, which has significantly enhanced customer satisfaction across all its digital channels, the company announced in a statement on Wednesday. Kineto is designed to provide fast, seamless, and 24/7 support to millions of KE customers, eliminating the hassle of long queues. Within its first weekend, more than 3,200 users engaged with the chatbot, generating nearly 13,000 interactions.

The launch is a key component of KE’s broader digital transformation strategy, which also includes the KE Live app and a bilingual WhatsApp service. Both platforms have improved accessibility, serving over two million active users. Notably, K-Electric’s digital payment collection has grown to 63 per cent in the fiscal year 2023-24, reflecting a significant shift towards digital financial transactions.

“At K-Electric, we are focused on innovation that enhances our valued customers’ experience,” said Noor Afshan, KE’s Senior Director and Head of Customer Experience and Digital Payments.

“Users of the KE Live App have grown by 21 per cent annually over the past five years, now reaching 1.3 million digitally connected customers -- over one-third of KE’s total customer base -- highlighting the digital-savvy nature of our population.

“We pioneered another innovation with the launch of our WhatsApp platform in 2021, which now serves over two million people. Additionally, nearly half a million customers subscribe to our e-billing feature, a step that helps reduce paper consumption and Pakistan’s import bill.

“Now, as a leader in digital transformation and customer engagement, launching Kineto was the next logical step. This investment in future-ready digital platforms is further revolutionising how Karachi’s residents interact with their power utility.” The chatbot has been developed in collaboration with Convex Interactive, KE’s technology partner for this initiative. “This partnership with K-Electric aligns with our mission to revolutionise customer engagement through AI,” said Aamir Irfan Siddiqui, CEO and founder of Convex Interactive. “By leveraging generative AI, we are making customer interactions faster, smarter and more intuitive.”